Innovation Program Share-Out Web Session Spectra Myers & Pamela - - PowerPoint PPT Presentation

Smart Growth Innovation Program

Share-Out Web Session

Spectra Myers & Pamela Chan October 24, 2018

Welcome

Today’s Hosts

Spectra Myers

• Sr. Research

Manager, Prosperity Now

Pamela Chan

Project Director, Human Insights Prosperity Now

Housekeeping

▪ This webinar is being recorded and will be shared within one week.​ ▪ All webinar attendees are muted to ensure sound quality.​ ▪ Share comments or ask questions by typing into the text box on the control panel. ▪ Tip: Phone audio works best. ▪ If you experience any technical issues, email Pam Chan at pchan@prosperitynow.org

Prosperity Now’s mission is to ensure everyone in our country has a clear path to financial stability, wealth and prosperity.

Agenda & Objectives

1. Introductions

a) Welcome & housekeeping b) Warm-up activity

a) Group Poll

c) Your experience with Human Insights d) Themes from your projects

2. Project Q&A + Discussion

a) Listen for solutions or approaches you might take back to your agency

3. Capital One Reflection 4. Next Steps

Today’s Agenda

See:

▪ See the progress that the Smart Growth innovation projects have made since the last conference call in March

Share:

▪ Share insights and lessons learned from their innovation projects that may be applicable to

• ther agencies

▪ Implemented solutions and lessons learned

Listen and look for:

▪ Solutions or approaches you might take back to your agency ▪ Answers to any questions you had about other projects

Objectives

Smart Growth Innovation Program Overview

Smart Growth is an innovation program created to help agencies enhance client outcomes and advance the industry

Innovation Cohort Agencies

Warm-Up

TRY IT OUT HERE:

Using the drawing tool

POLL: Which picture best captures your human insights experience?

A. B. C. D. E.

Human Insights

A Few Lessons Learned from Clients

Many people desire the

• pportunity to discuss

challenges with others and get advice based on other’s experiences. Clients’ inability to access credit combined with unexpected expenses almost derailed participation in the DMP. Most clients are aware of the importance and need to have an emergency savings account but find it hard to commit to saving or not to use the funds set aside.

Your Process:

▪ Most of you dove into implementation with some tracking/data collection ▪ A few of you conducted additional research to learn more from clients

Summary of Themes

A quick take on a Human Insights approach!

Other: type into the comments box (e.g., prototyping, journey mapping, developing a logic model, etc.)

POLL: Which human insights approaches did you use this year?

Diagnosing barriers Interviews or focus groups User or concept tests Surveys Mini-pilot

Your Projects

Your Solutions:

▪ Most of your projects centered on enhancing the DMP client experience to improve retention

▪ A couple focused on redefining the client experience at key moments/early on ▪ Many projects focused on supporting the relationship between clients and counselors/agencies

▪ Many of you are experimenting with technology to streamline or enhance services

▪ Communications technology ▪ Websites and apps

▪ A few of you are also exploring how to provide additional financial wellbeing services

Summary of Themes

Agencies that worked on redefining the client experience early on

How consumer credit counseling agencies can become more sustainable through earned revenue from clients? Clarifi How might we redesign the financial counseling session to make it a more humane experience for the client –

• ne that delivers high-quality outcomes for clients in

less time than getting a pizza delivered? GreenPath How might we help clients, that agree to a DMP, return a completed contract? Credit Advisors Foundation

Agencies that worked on enhancing the relationship between client and counselor

How might we provide our clients with more continuous and consistent access to our financial coaches? Credit.org How might we encourage new, existing, and prior DMP clients to use CCCS for an additional financial service? CCCS of Savannah How might we help DMP clients weather unexpected changes in income and/or expenses so that they can successfully complete the program? Christian Credit Counselors

Agencies that used communication technology to deliver services/improve retention

How might we increase client retention rates and provide ongoing interactive edu on a wide scale? Consolidated Credit Counseling Services How might be we help new Debt Management Plan clients (who have successfully made their first payment) stay on the DMP for at least 18 months? Lutheran Social Services of Minnesota How can we decrease the number of clients under 30 who cancel in the first three months? Consumer Education Services Inc (CESI)

How might we help clients maintain a clear sense of progress through the life of the DMP? Credit Counseling of Arkansas (CCOA) How might we help clients who are having trouble managing regular expenses be successful in achieving financial goals? CCCS of Rochester How might we redesign our financial education workshop so that community members who are unable to attend in-person sessions will enroll in an option that fits their needs? Financial Information and Service Center (FISC)

Agencies that used websites/apps to deliver services/improve retention

Q+A & Discussion

Revisit the Gallery Walk for Details

What did you learn about redesigning the client experience during the counseling sessions?

What did you learn from your project about enhancing the relationship between counselor and client?

What did you learn about using communication technology to deliver services/improve retention?

What did you learn about using websites/apps to deliver services/improve retention?

Based on what you’ve learned, what are you likely to take back to your agency?

Capital One Reflection

Jamie Lutton, Senior Manager, Community Development

Next Steps

▪Keep using the human insight tools on the ProsperityNow.org​ (https://prosperitynow.org/human- insights-tools-resources) ▪Post questions to the larger community on the Smart Growth listserv ▪Join the coffee break webinar on Nov. 7th at 3pm ET to hear about fees from Professor Devin Fergus ▪Save December 11th at 2pm ET for the Smart Growth Field Innovation Cohort to hear from CCOA, Savannah, OnTrack and Rochester ▪Reach out to Pam or Spectra for any last technical assistance!

Next steps